Elite: If a user is locked out of Elite, an Agency Administrator(Provider Agencies) or System Administrator(REMSA) will need to manually unlock their Elite account. Users are only locked out after having no active logins for over 6 months, or by attempting to login with an incorrect password 10x. 

Solution: Login to Elite as an Administrator, then navigate to the user's page, then the Account Details tab, and then change "Login Access" from "No" to "Yes". Press the "Save" button at the top to save the change, then have the user try to login again. An example is included below of a user being locked out of Elite and displaying a "No." If a user is not locked out, you will NOT get a toggle there.